Service Standards - Thursday 21 February 2019

  Current service levels
Skipton Remortgage Conveyancing Service 21 working days from offer and receipt of welcome pack.
Application to Offer Turnaround (average based on latest 30 days) 9.87 working days
Underwriting applications submitted with all supporting documents on or before Wednesday 13 February
Valuations Instructed 24 hours
Processing Documents which have been submitted post underwriting on or before Wednesday 20 February
Decision in Principle referrals 2 hours
Webchat response time (based on previous working day) 29 seconds
Call wait time (based on previous working day) 1 minute 46 seconds

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Exceptional Service

I would like to pass on my sincere thanks to your underwriter Andrew Whitehead (Mortgage Service Centre). I had a case that had originally been restricted due to affordability and then, as a good underwriter does, Andrew called me to ask a few more questions and was then able to offer a solution which meant the client could borrow what she needed. He asked me to upload confirmation of the change which I did, and I told the client it would be 2/3 days before we got a response. Suffice to say when the offer appeared less than an houe later, my client was over the moon. The fact he actually spoke to me to discuss the application was great, but he went the extra mile getting the offer issued to quickly for me. From an ex-underwriter, to another, you have provided exceptional service to me and my client.

Mandy Ross, KFMS Dundee
29 January 2019

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